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Customer Service Team Leader, Manchester
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Client:
Location:
Manchester, United Kingdom
Job Category:
Customer Service
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EU work permit required:
Yes
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Job Reference:
9b95586eb630
Job Views:
10
Posted:
26.04.2025
Expiry Date:
10.06.2025
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Job Description:
Posted On: 6th August 2024
Are you an experienced Customer Service Team Leader looking for a new challenge?
Do you prioritize customer satisfaction while fostering a supportive environment for your team?
If you have at least 1 year of customer service team management experience, preferably within a software company, please apply today!
We are seeking an experienced Customer Service Team Leader to manage a team of 10 Account Managers. Responsibilities include coaching, QA, KPI management, HR issues, escalations, software demos, and supporting team members.
Role Description
Support the BrightHR Activation and Engagement Specialist team, promote best practices, and ensure SLA adherence. Achieve personal KPIs and motivate the team to meet their objectives. Assist in resolving complex technical issues and support the Onboarding Manager in training and career development.
Main Responsibilities
* Deliver high-quality service to clients, ensuring task completion.
* Provide performance reports on KPI and SLA adherence.
* Offer feedback and coaching to team members.
* Conduct regular call quality assessments.
* Lead onboarding and activation targets.
* Contribute to positive online reviews and customer feedback.
* Identify training needs and support career development.
* Resolve complex complaints within SLA.
* Follow and improve processes.
* Conduct product demos for prospects.
* Delegate tasks efficiently.
* Conduct training sessions as needed.
The role may include out-of-hours or weekend work. Candidates should have:
* Excellent customer service skills
* Strong leadership abilities
* Confident presentation skills
* Minimum 1 year of team management experience
Benefits include holiday entitlement, birthday off, discounts, pension, life insurance, employee assistance, profit sharing, gym access, parking, and social events.
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